County Homemakers Inc

To Whom It May Concern: I am writing in response to the complaint that was filed against Beaver County HomeMakers on 3/21/2018. The complaint stated that our agency provides horrible services to our consumers by leaving our consumers without care. The complaint also stated that our
office staff never contacted our consumer when shifts changed, or services could not be provided. I reviewed this consumer’s file from 1/1/through 3/29/2018, and I can assure you that this consumer was 100% in control of her own services. I do not believe my office staff had a chance to not contact Ms*** in regards to her services as she contacted the office almost daily. Ms*** cancelled her services frequently due to many reasons, to include (but limited to) her husband being home on the weekend, bad weather, family visiting, medical appointments, etc. Ms*** was also offered office staff to cover her shifts, but she declined stating that she didn’t want office to cover her shifts. Our office staff are as trained and certified to provide care as our Personal Care Aides. When our consumers first come to our agency, they are informed that office staff will cover shifts if an aide is not available. It is the consumer’s right to refuse care because they do not wish for office staff to cover shifts, but that is our company policy. Ms*** was well aware of this policy. Finally, it seems coincidental to me that Ms*** would file a complaint with your agency several weeks after receiving a warning call from the office that services are only for her and not her family after she cancelled her weekend care and left a huge mess for the Personal Care Aide who was scheduled for Monday to clean up after. Her behavior was in violation of her Waiver requirements, and she was made aware that it could not happen again. When office staff informed her of this, she became irate and screamed at my staff that they are not to tell her what to do with her life. Ms*** terminated services with our agency on 3/29/2018. While I understand that you have to look into all complaints made, this complaint is not valid. I have attached my Patient Visits History Report which will show you all verified services, and I have also attached my Missed Visit Report which will show all the services declined by the consumer. Very Truly Yours, Felisha *R***Director of Services *** *** ***
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